Agenda Day 2
7:30 am - 8:00 am Networking Breakfast
8:00 am - 8:15 am Chairman’s Opening Remarks
8:15 am - 8:45 am Welcome and Industry Overview
Sponsored by: Salesforce
8:45 am - 9:15 am Opening Address: Indeed’s Mission of Customer Centricity
9:15 am - 9:45 am Industry Insight: Getting a Seat at the Digital Transformation Table
Sponsored by: ttec
9:45 am - 10:15 am Business Meetings
10:15 am - 10:45 am Networking Break
10:45 am - 11:15 am Master Class - Marketing and Customer Service – A “Powerhouse” Together
Sponsored by: Performance Technology Partners (PTP)
10:45 am - 11:15 am Master Class - Keeping up with Consumer Trends. The Cloud can Help Tame Today, Frame Tomorrow
Sponsored by: Aspect
11:15 am - 11:45 am Business Meetings
11:45 am - 12:15 pm Business Meetings
12:15 pm - 12:45 pm Case Study: Turn Upset Customers Around with a Guest Recovery Solution to Increase Customer Loyalty
12:15 pm - 12:45 pm Case Study: Balancing a Human Touch with Automated Support
12:45 pm - 1:45 pm Networking Lunch
1:45 pm - 2:15 pm Case Study: If Customers Are So Satisfied, Why Aren’t They Happy?
2:15 pm - 2:45 pm Business Meetings
2:45 pm - 3:15 pm Business Meetings
- Customer Service Innovation Lab: Partnering to Identify and Implement the Best Technology and Practices to Impact Customer Satisfaction and Loyalty
Jacob Bailon, Business Engineer Lead, Datamark
- Measurable Employee Engagement Techniques that Enhance the Customer Experience
Bill Gartland, Vice President, DailyPay
- How a Shift in Mindset is Impacting Customer Care in the Modern Workforce
Doug DeBolt, Senior Vice President, Liveops
Jen Hanel, Director Business Development, Liveops
- Transitioning from a Contact Center to an Insight Center
Matt Dixon, Chief Product and Research Officer, Tethr and Author of "The Effortless Experience"
Sponsored by: DATAMARK
Sponsored by: DailyPay
Sponsored by: Liveops
Sponsored by: Tethr
4:00 pm - 4:30 pm Business Meetings
4:30 pm - 5:00 pm Networking Break
5:00 pm - 5:30 pm Industry Insight: Improve Customer Care and Increase Your Bottom Line with AI
Sponsored by: IBM Watson
